According to a new market research report published by Acute Market Reports, the global market for audio communication monitoring was valued at US$ 1.50 billion in 2018 and is set to grow by 16.1 per cent during the forecast period.
The global market for audio communication monitoring is strongly driven by an increasing number of BPOs worldwide, which is a key factor in increasing demand for audio communication monitoring. The ability to monitor audio communications is defined as a process that processes, records and analyzes communications in real time or recorded. This monitoring enables managers or operators to analyze the work of process agents. In addition, audio communication monitoring also enables managers to look at issues in real-time, making it a highly productive technology.
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In BPOs and call centers, audio communication monitoring is of the utmost importance in the building, development, training and enhancement of the skills of the agent. In 2018, NTT Communications collaborated with Arkadin and launched its enhanced UC-Connect solution, a cloud-based solution that combines Arkadin’s UC and NTT Communications SD-WAN capabilities.
On the basis of the application, the market for audio communication monitoring was segmented by law enforcement agencies, sales and internal communication monitoring, commercial and sensitive areas, employee / agent monitoring and multi-channel monitoring / broadcasting. The employee / agent monitoring segment currently holds the largest market share due to the early adoption of the technology. In addition, this allows managers to keep track of the performance of the agent or the employee and their conversion ratio.
Asia-Pacific is expected to be the fastest-growing market due to the presence in the region of various telecommunications, financial, banking and other industries that use audio communication monitoring. Moreover, the market is also driven by developments in the region. In addition, increasing BPOs in countries such as India and China are also contributing to the market in the region.
Some of the prominent players operating in the audio communication monitoring market include Cisco Systems, ICE Systems, IBM Corporation, Nexidia, Inc., Nectar Services Corporation, Nuance Communications, Fonetic Solutions, Behavox Ltd., Tata Communications Ltd., Ameyo, NUGEN Audio, Intelligent Voice, and NICE System Ltd.
You can get the sample copy of this research by Acute Market Reports here: https://www.acutemarketreports.com/request-free-sample/138908